At a Glance
- Tasks: Support bereaved customers with empathy and handle sensitive queries effectively.
- Company: Join the fourth largest building society in the UK, owned by its members.
- Benefits: Enjoy flexible working, generous leave, and a commitment to your development.
- Other info: Collaborative team environment with opportunities for personal growth.
- Why this job: Make a real difference in people's lives during challenging times.
- Qualifications: Empathy, excellent customer service skills, and attention to detail required.
The predicted salary is between 26000 - 26000 £ per year.
Hours: 21 hours per week, full time head office based role
Salary: £26,000 Pro Rata
Closing Date: Thu, 11 Jun 2026
Are you an empathetic individual looking for a new challenge where your support truly makes a difference? We have an opportunity for you to join our Bereavement and Registrations Team to assist with the administration of our customer accounts along with being the first point of contact for our bereaved customers, ensuring their queries are dealt with in a sensitive way with ‘right first time’ outcomes.
Who Are We?
Not just another building society. Not just another job. We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members. Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do. Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.
You will be joining the Bereavements and Registrations team, consisting of 18 colleagues across 2 teams. We work closely with operational teams for both Money and Savings as well as other departments such as Financial Crime and Legal. Our role is to ensure we provide empathetic service to bereavement customers' family members as well as registering power of attorney for vulnerable customers.
What’s In It For You?
- Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible.
- We have a newly refurbished head office which offers a vibrant and collaborative working space.
- We have a range of other benefits available to you including:
- Annual discretionary bonus scheme
- 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
- Holiday trading scheme allowing the ability to buy and sell additional annual leave days
- Matching employer pension contribution (up to 10% per annum)
- A commitment to training and development
- Private medical insurance for all our colleagues
- 3 paid volunteering days per annum
- Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
- We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership
What Will You Be Doing?
In this role you’ll make sure the customer is at the heart of everything you do in order to optimise the customer experience. You’ll deal with both inbound and outbound calls in order to resolve queries and make sure you accurately update customers' accounts and information.
You’ll also:
- Build excellent relationships with colleagues
- Seek to continually improve process and procedures to benefit the team and our customers
- Keep up to date with regulations and requirements
- Action inbound mail communication, handling important documents with confidentiality
- Actioning death registrations, Power of Attorney registrations and Wills
- Provide support, training and guidance to colleagues to upskill on processes
What Do We Need From You?
As you’ll be dealing with potentially vulnerable customers it goes without saying you’ll need to be empathetic, patient and resilient to make sure the customer gets the right outcome. You’ll be able to manage multiple workloads including telephone queries and administration tasks, making sure your work is accurate alongside delivering a great service to our customers.
The key competencies for this role are:
- Excellent customer service skills
- Able to work to deadlines in a busy environment
- High attention to detail
- Able to display empathy when dealing with customers
- Able to identify process improvements and recommend changes
Customer Adviser - Bereavements Team employer: Skipton Building Society
Skipton Building Society is an exceptional employer that prioritises the well-being and development of its employees. With a strong commitment to work/life balance, flexible working options, and a vibrant head office environment, we foster a culture of collaboration and support. Our comprehensive benefits package, including generous annual leave, training opportunities, and a focus on health and wellbeing, ensures that you can thrive both personally and professionally while making a meaningful impact in the lives of our bereaved customers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Adviser - Bereavements Team
✨Tip Number 1
Get to know the company! Research Skipton and its values. When you understand what makes us tick, you can tailor your approach during interviews and show how you align with our mission of putting customers at the heart of everything we do.
✨Tip Number 2
Practice your empathy skills! Since you'll be dealing with bereaved customers, it’s crucial to demonstrate your ability to handle sensitive situations. Role-play scenarios with friends or family to get comfortable with the kind of conversations you might have.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This not only gives you insider knowledge but also shows your genuine interest in joining our team. Plus, who knows? They might even put in a good word for you!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll find all the latest updates and opportunities there, making it easier for you to stay in the loop.
We think you need these skills to ace Customer Adviser - Bereavements Team
Some tips for your application 🫡
Show Your Empathy:When writing your application, make sure to highlight your empathetic nature. We want to see how you can connect with bereaved customers and provide the support they need during tough times.
Tailor Your Experience:Don’t just send a generic application! Tailor your experience to match the role. Mention any relevant customer service experience and how it relates to dealing with sensitive situations.
Be Clear and Concise:Keep your application clear and to the point. We appreciate attention to detail, so make sure your writing is free from errors and easy to read. This shows us you can handle the administrative side of the role!
Apply Through Our Website:We encourage you to apply through our website for the best chance of success. It’s the easiest way for us to receive your application and ensures you’re considered for the role in our Bereavements Team.
How to prepare for a job interview at Skipton Building Society
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Customer Adviser in the Bereavements Team. Familiarise yourself with the key competencies mentioned in the job description, such as empathy and attention to detail. This will help you tailor your answers to demonstrate how your skills align with what they’re looking for.
✨Showcase Your Empathy
Given the sensitive nature of the role, it’s crucial to convey your empathetic side during the interview. Prepare examples from your past experiences where you’ve successfully supported customers in difficult situations. This will show that you can handle the emotional aspects of the job with care and professionalism.
✨Prepare Questions
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, training opportunities, and how they support employees dealing with bereaved customers. This not only shows your interest in the role but also helps you gauge if the company culture aligns with your values.
✨Practice Active Listening
During the interview, practice active listening. This means really paying attention to the interviewer’s questions and responding thoughtfully. It’s especially important in this role, as you’ll need to listen carefully to customer queries and concerns. Demonstrating this skill in your interview will set you apart as a strong candidate.
